中达酒店员工流失问题及对策研究

湖南大学硕士学位论文中达酒店员工流失问题及对策研究姓名：余柳仪申请学位级别：硕士专业：工商管理指导教师：吴文华20050410SWOT:;IAbstractNowadays,holdingapersonwithloyaltyandabilityisthekeypointforahoteltowintheadvantagesinthefiercecompetition.However,withthedevelopmentofthesocietyandeconomy,theemployeeturnoverisbecomingmoreandmorecommon.TheZhongdaHotel,whichisthethesis’sobject,alsohastheseriousproblemofemployeeturnover.Asweallknow,theemployeeturnoverinanormalrateishelpfulforhotelstodevelop,buttheexcessiveemployeeturnoverisharmful.Oneofthebiggestchallengesfacingthemostmanagersisthatofdecreasingtherateoftheemployee’sturnovereffectively.Inthispaper,theauthorstartsfromthetheorytolisttheconcept,factorsandmainmodelsofemployeeturnover.Secondly,theauthoranalyzestheopportunities,thethreats,theadvantagesandtheweaknessfacingZhongdaHotel,andalsoillustratesthepresentsituationandthenegativeeffectoftheexcessiveemployeeturnover.Tofindoutthereasonsoftheproblem,theauthorinterviewssomepersonswholeftfromtheZhongdaHotel,andalsomakessurveysonthejobsatisfactionandthepost-decisionaccommodationbyquestionnairestocollectdata.Thentheauthoranalyzesthedatabythemethodsofstatisticalanalysis,andpointoutthedirectreasonoftheproblemisthatofthepoorworkrewards.However,thebackwardconceptintheleader’smindandthepoorhumanresourcesmanagementetc.aretheessentialreasons.Lastly,accordingtothereasonsofexcessiveemployeeturnoverinZhongDaHotelandreferringtothemethodstakenbyotherserviceenterprises,theauthorprovidessomecountermeasures.Theyare:Thefirst,theleadersormanagersshouldpaymoreattentiontotheemployees.Thesecond,thehumanresourcesmanagementshouldbeemphasized.Then,recruitmentsystem,salarysystemandtrainingsystemshouldbesystematized,andwealsoshouldemphasizethestaff’scareerplanning.Lastly,employee’sloyaltyshouldbeimproved.Ihopethesecountermeasuresarehelpfulforhotel’smanagerstodecreasetherateoftheemployee’sturnover.Keywords:ZhongdaHotel,Employeeturnover,Jobsatisfaction,Post-decisionaccommodation,CountermeasuresII1______21.141.251.381.481.591.6101.7Steers&Mowday(1981)112.1132.2204.140III2.1143.1KMOBartlett293.2303.3303.4323.5333.6333.7343.8KMOBartlett353.935IV11.11.1.1EconomistIntelligenceUnit20%12%14%27%[1]60%11.1.2,1.1.3,39821.1.3.1:;;;;;1.1.3.2,,,,,1.2,1.2.11.2.1.1EmployeeTurnoverMobley[2](AnnDenvirandFrankMcMahon,1992)Bluedorn1982[3](1.1)31.1;1.2.1.2[4](+)/2=100%1.1=100%1.2=100%1.3(1.1)()(1.1)4()1()7()(1.2)(1.1)(1.3)()(1.2)[5]//1.2()5()[6]1.2.2(Bevan1987)[7](HamandGriffeth1995)(1)(2)(3)(4)(5)(6)(7)(8)(9)[8]1991303(MargaretA.Deery,1997)[9]OeanMarieHiltrop1999)(1)(2)(3)(4)(5)(6)(7)(8)[10](DavidJKennedyandMarkDFulford1999)1234561(2)(3)(4)(5)(6)(7)[11](Tracey2000)[12]1.2.3206()[13](Constructs)(1)(/)(2)LeeMitchell(1994)(Unfolding)[14](3)SheridanAbelson(1983)(Cusp-catastrophe)Somer(1999)[15]1.2.3.1March&Simon(1958)[16](1.3)[17](1.4)1.31.4[18]71.3J.G.MarchandH.A.Simon,Organizations[M]NewYork:Wiley,1958,p.991.4J.G.MarchandH.A.Simon,Organizations[M]NweYork:Wiley,1958,p.9981.2.3.2Price1977Price[19]1.5-+-++++1.5JamesPriceTheStudyofTurnoverIowaStateUniversityPress1977()()()()()1.2.3.3Mobley(1977)9[20]MobleyMarch&SimonPrice[21](1.6):10(1)((2)(3)(4)(5)1.6WMobley(1977)IntermediateLinkagesintheRelationshipbetweenJobSatisfactionandEmployeeTurnover[J]JournalofAppliedPsychology622381.2.3.4SteersMowday(1981)SteersMowday(1981)Price(1977)Mobley(1977)[22](1.7)1.7Steers&Mowday(1981)SteersRMMowdayRTEmployeeturnoverandpost-decisionaccommodationprocess.InL.L.Cummings&B.M.Staw(Eds.).ResearchinOrganizationalBehavior.Greenwich,Conn.:JAIPress,1981,3235~281SteersMowday(1981)()SteersMowday()[23]SteersMowday(1981)Price(1977)SteersMowday(1981)Price(1977)[24]Price(1977)SteersMowday11[25]SteersMowday(1981)[26]SteersMowday(1981)Price(1977)Mobley(1977)SteersMowday(Loops)StumpfHartmanLeeMowday[27]2001[28]2002Price[29]Woturba1991,BrayfieldJameM.McfillenCarlD.RegelCathyA.Enz[30]1222.12.1.11995199919997760271000200011137100039820043200508[31]2.12.1132.1.2200439830302.12.139814335.9%25564.1%9022.6%19248.2%266.5%307.5%328%225.5%7619.1%32280.9%18245.7%18446%276.87%51.3%2.22.2.1212.2.1.1[32]1WTO14200020042KTV3[33]42.2.1.2[34]90151999200322.56%23.41%23.92%24.2%25.64%523.95%[35]17.9%200325%49.47%6%-25%39.47%6%11.06%[36]2.2.2SWOTSWOT[37]Strengths(Weakness)(Opportunities)(Threats)162.2.2.120042.2.2.25A2004200418002004[38]:;17;120080010004506508%11.2%[39]3.245.732.32.3.1200333%200442%60%100%200411999-200322.56%23.41%23.92%24.2%25.64%2.26%-25%6%25%[40]32182.3.260%36%2.4Bevan,1987[41]AnnDenvirandFrankMcMahon,1992[42]1999[43]Marriott10%1-3%5-15%[44]2.4.12~5[45]19[46]2.3(2.1)=++(2.1)2.2,:;;[:(+)];[:+];[:+];(:);(2.2)(2.3)=+(2.2)=+(2.3)20=(2.4)=+(2.5)(2.4)(2.5)RichfieldHotelManagement1.81400[47]Ritz-CarltonHotelCo.HorstSchulze4500[48]2.4.2,2.4.3[48]212.4.42.4.5[50]ConnellUniversitySnell[51][52]1[53]222,,3[54]4[55]23243(MarchandSimon1985;PorterandSteers1973;Price1977;McFilliien,Riegel,andEnz1986)[56]3.13.1.120042424245197210516719361596124182653421524325253.1.220041271131293293.1.2.12[57]3.1.2.2[58][59]263.1.2.3600500682004128273.23.2.124DENNEYG.RUTHERFORD3.2.22020[60][61